CleanApp1. About us and these terms
CleanApp is the trade name under which Jelena Malešević PR Roomaid operates, Rankovića kraj 1, 18223 Draževac, Serbia, tax ID 114473894, registration number 67604300 (“CleanApp”, “we” or “us”). Contact: office@cleanapp.rs.
These terms apply to the use of the www.cleanapp.rs website and the CleanApp mobile app, and to every cleaning booking. By confirming a booking you accept the terms in effect at that moment. How we process your data is described in our Privacy policy.
This English version is provided for convenience. If it differs from the Serbian version, the Serbian version prevails.
2. The service
CleanApp provides apartment cleaning in Belgrade, at the addresses you can choose when booking. Apartments of up to 150 m² can be booked online.
Exactly what each package (Recurring maintenance, Standard cleaning and Deep cleaning) and each add-on includes is described on the service pages. Work not listed there is not part of the service.
The team brings its own cleaning equipment and supplies. The service may also be performed by staff of partner companies, whose work we are responsible for as if it were our own.
3. Your account
You need an account to book. Only adults can create an account, and the details on it must be accurate and your own. You are responsible for keeping your password safe and for bookings made through your account.
We may restrict or close an account that is used for fake bookings, where the service repeatedly goes unpaid, or where the team is treated inappropriately.
You can delete your account at any time, in the mobile app (Delete account) or by writing to office@cleanapp.rs. Deleting your account cancels your upcoming appointments, subject to the cancellation rules in these terms.
4. Booking
You book by choosing an address, package, add-ons and appointments, reviewing the price and confirming the booking. The contract is concluded:
- when the bank confirms your payment, if you pay online;
- when you confirm the booking, if you pay on the day of cleaning.
While it waits for online payment, a booking holds the chosen appointments for 30 minutes. If the payment fails, you can try again or give up. If the payment doesn't arrive within that time, the booking is cancelled and the appointments are released, with no charge.
Recurring maintenance can also be booked as a recurring package: 4 cleanings (weekly), 2 cleanings (every two weeks) or 1 cleaning (monthly), with appointments you choose when booking. A package doesn't renew by itself. You confirm and pay for any continuation separately, at the prices in effect at that time.
We may decline a booking if the address is outside the area we serve or if an appointment is no longer available. In that case nothing is charged.
5. Prices and coupons
All prices are in Serbian dinars (RSD), with VAT included. The price depends on the package, frequency, add-ons and the apartment's floor area. The price shown in the review step before you confirm is the one that applies, and it doesn't change after confirmation.
A coupon discount is calculated on the package price, excluding add-ons, and is shown in the review step before you confirm. The conditions of each coupon (discount amount, validity and number of uses) are set with the coupon itself. A coupon used for a booking that was paid and then cancelled is not returned.
6. Payment
You can pay for a booking:
- online, by payment card (Visa and Mastercard), on Raiffeisen Bank's secure payment page;
- on the day of cleaning, in cash or by card to the team, for one-time cleanings only.
A recurring package is paid in advance, online, in a single transaction covering all the cleanings in the package.
Card data protection: you enter your card details only on the bank's page, over an encrypted connection. They are never available to CleanApp and we don't store them. The bank may ask you to confirm the payment through 3-D Secure verification (Visa Secure, Mastercard Identity Check) by the bank that issued your card.
Currency conversion: payments are made in dinars. If your card is in a different currency, the amount is converted by your card issuer or the card scheme, at an exchange rate we don't know at the time of payment. The amount charged in your currency may therefore differ slightly from the amount in dinars.
7. Cancellation and rescheduling
You can cancel an appointment on the My bookings page or in the app, at any time before the cleaning starts. From a recurring package you can cancel a single cleaning or the whole package. For each cancelled cleaning:
- 48 hours or more before the appointment: free, with a full refund of the amount paid;
- between 24 and 48 hours before the appointment: 50% of the price of that cleaning is retained;
- less than 24 hours before the appointment, or a no-show: the full price is charged.
A no-show means the team can't enter the apartment or start work at the agreed time for reasons on your side. If the booking wasn't paid in advance, you are required to pay the late cancellation or no-show fee when we request it.
You can't move an appointment yourself. You can cancel it and book a new one, subject to the rules above, or write to us at office@cleanapp.rs and we'll move it if another appointment is available.
If we can't come at the booked time (for example because a team member is ill, or due to force majeure), we'll let you know as soon as possible and offer you another appointment or a full refund of the amount paid, whichever you prefer.
These rules don't limit your right of withdrawal described below.
8. Refunds
When you are entitled to a refund, we make it without delay and no later than 14 days after the cancellation, withdrawal or accepted complaint.
If you paid by card, the refund goes only to the same card, through the bank. When the amount appears in your account depends on the bank that issued the card. If you paid the team on the day of cleaning, we refund you in a way we agree on, for example by bank transfer.
9. Right of withdrawal
As a consumer, you have the right to withdraw from a contract concluded through the website or the app within 14 days of its conclusion, without giving a reason. All you need to do is send us a clear statement of withdrawal at office@cleanapp.rs before the period ends.
If your appointment falls within the withdrawal period, by confirming the booking you expressly request that the service be provided before the period ends. The right of withdrawal ends once the cleaning has been fully performed. If you withdraw before that, we refund the amount paid, less an amount proportionate to the service provided up to the moment of withdrawal.
You may, but don't have to, use the following form to withdraw:
- To: Jelena Malešević PR Roomaid, Rankovića kraj 1, 18223 Draževac, Serbia, office@cleanapp.rs
- I hereby give notice that I withdraw from the contract for the provision of a cleaning service, booking number: ______
- Date the contract was concluded: ______
- Consumer's name and address: ______
- Date and signature (no signature is needed if you send the form by email): ______
10. Guarantee and complaints
CleanApp guarantee: if something wasn't cleaned as the package provides, let us know at office@cleanapp.rs within 48 hours of the cleaning, with a short description and, if you can, photos. The team comes back to fix it, free of charge, at a time we agree on.
You can also make a complaint later, in accordance with the Consumer Protection Law. We confirm receipt of every complaint, reply within 8 days at the latest and propose a solution, which we carry out within 15 days of receiving the complaint at the latest. If the issue can't be fixed, you are entitled to a price reduction or a refund.
The guarantee doesn't limit your statutory rights.
11. Your obligations
For the cleaning to go well, please:
- enter your address and apartment details accurately, as the price and the scope of work depend on them. If the apartment differs significantly from its description, we'll let you know and agree on how to proceed before continuing;
- provide access to the apartment at the agreed time, by being at home or leaving entry instructions in the note for the team;
- make sure water and electricity are available during the cleaning;
- mention pets, and any surfaces or items that need special care, in the note;
- put away cash, jewellery and other valuable or fragile items before the cleaning, or point them out to us.
The team may decline work that isn't safe or isn't part of the chosen package.
12. Liability for damage
We are liable for damage that a team member causes through their fault during the cleaning, in accordance with the Law on Obligations. Please report any damage as soon as possible, ideally within 48 hours of the cleaning and with photos, because it becomes harder to establish how it happened later.
We are not liable for damage or wear that existed before the cleaning, or for damage caused by inaccurate or incomplete information about the apartment and the items in it, or by circumstances beyond our control. This doesn't exclude liability for damage caused intentionally or through gross negligence.
13. Changes and disputes
We may change these terms. The current version is always on this page, together with the date it took effect. A booking is governed by the terms in effect when it was confirmed.
The content of the website and the app (texts, logo, photos and design) belongs to CleanApp and may not be used without our consent.
These terms are governed by the law of the Republic of Serbia. We first try to resolve any dispute by agreement, and as a consumer you may also start an out-of-court dispute resolution procedure before a body on the list kept by the ministry responsible for consumer protection. If the dispute isn't resolved that way, the court competent under the law has jurisdiction.